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About the RoleAre you passionate about supporting families with children and young people with Special Educational Needs (SEN)? A dedicated UK-based charity is seeking a Helpline Coordinator to manage and enhance its helpline service.
This is a vital role where you will:
- Provide empathetic, first-tier support to families navigating the complexities of SEN processes.
- Manage a team of volunteers, ensuring they are well-supported and trained to handle calls effectively.
- Work closely with families and volunteers in a collaborative and open environment.
Responsibilities Include:
- Taking Calls: Offer guidance and first-tier support to families, signposting them to appropriate next steps.
- Volunteer Management: Oversee a team of 30+ volunteers across the UK, providing mentoring, supervision, and feedback.
- Training & Recruitment: Recruit new volunteers and run training and support sessions to maintain a skilled and engaged team.
- Continuous Improvement: Gather feedback and help improve the helpline service.
- Case Summarisation: Summarise calls, identifying whether they are new/complex cases or first-tier issues.
Key Skills and Experience:
- Strong communication skills and excellent command of the English language.
- Organised with great attention to detail—able to dot the i’s and cross the t’s.
- Knowledge of SEND law (IPSEA qualifications preferred, ideally Level 3, but candidates with Levels 1 or 2 who are willing to study further will be considered).
- Experience supporting families with SEN or working in related roles (e.g., SEN support teacher, youth worker, or legal advisor).
- Empathy and patience to handle calls from emotionally desperate parents.
- Ability to adapt to flexible working hours based on helpline times (9 AM-12:30 PM, 1 PM-4 PM, and 6 PM-9:30 PM).
Desirable Attributes:
- Experience managing volunteers or teams in a collaborative environment.
- Familiarity with the ever-changing laws and terminology surrounding SEN, autism, and education.
- Personal experience with SEN, either as a parent or professional, is a bonus.
